Mastering Customer Rapport
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Questions and Answers

Which technique did the employee use to make the customer feel welcome?

  • Conveying enthusiasm with body language
  • Offering a warm greeting (correct)
  • Calling the customer by name
  • Initiating contact

    • What did the employee do well during the interaction?

  • Initiated contact
  • Remembered the customer's name from a previous visit (correct)
  • Called the customer by name
  • Conveyed enthusiasm with body language

    • Which type of communication can these rapport-building techniques be adapted to?

  • Face-to-face service only
  • Phone communication only
  • Written communication only
  • All of the above (correct)

    • What is one technique for building rapport with customers?

    <p>Delivering a warm greeting</p> Signup and view all the answers

    What does research show about customers knowing your name?

    <p>Customers are more likely to give a favorable survey rating</p> Signup and view all the answers

    What is the final piece of advice for building rapport with customers?

    <p>Be yourself</p> Signup and view all the answers

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